Every WestJet journey has the potential to enrich lives; a career with us is no exception. 

WestJet arrived on the Canadian airline scene in 1996 and changed the industry for the better. We made air travel more affordable for Canadians and now were going global. 

Join us, this is where your career story takes off.

Overview of Role

The Senior Manager, ServiceNow Platform is accountable for the strategic direction, delivery, and ongoing evolution of the enterprise ServiceNow platform. This leader is responsible for maximizing platform value across major modules including IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), Strategic Portfolio Management (SPM), and CMDB.

This role leads a high-performing, multidisciplinary platform team—including Product Owners, Developers, Quality Assurance Testers, Business Analysts, and a Scrum Master—to ensure delivery of robust, scalable, compliant, and business‑aligned capabilities.

While deep technical expertise in ServiceNow is not required, strong Product Management, platform governance, and cross-functional leadership capabilities are essential.

Key Responsibilities:

Platform Strategy & Governance

• Own and mature the enterprise ServiceNow platform strategy aligned to organizational and technology roadmaps.
• Govern platform standards, architecture, configuration, development patterns, data models, performance, and security posture.
• Oversee intake, prioritization, and lifecycle management of platform enhancements, ensuring they maximize business value.
• Drive forward-looking capability planning for ITSM, ITOM, CSM, SPM, CMDB and associated platform extensions.

Team Leadership

• Lead and coach a cross-functional platform team including Product Owners, Developers, QA, BAs, and Scrum Master.
• Establish clear roles, expectations, work practices, and a culture of continuous improvement.
• Foster a product mindset, reinforcing user value, measurable outcomes, and iterative delivery.
• Support career development, technical enablement, and team succession planning.

Product Management & Delivery

• Oversee the ServiceNow product backlog, ensuring strong requirements definition, acceptance criteria, and prioritization.
• Drive stakeholder alignment and communicate release plans, platform roadmaps, and value realization.
• Ensure features and enhancements are delivered with quality, scalability, and adherence to best practices.
• Champion user experience and adoption across the business, supporting effective change management.

Partnerships & Cross-Functional Collaboration

• Act as the primary interface between the ServiceNow Platform Team and the ITSM Process Team (Incident, Change, Problem).
• Partner with process owners, business stakeholders, technology leads, and other platform owners to ensure solutions support business processes and enterprise architecture.
• Build trusted relationships with vendors, advisory partners, ServiceNow account teams, and implementation partners.

Platform Operations & Delivery Excellence

• Ensure stability and reliability of all ServiceNow production and non-production environments.
• Oversee incident management, defect resolution, and platform support to maintain operational excellence.
• Ensure development and testing processes are in place for releases, feature flags, regression testing, and QA.
• Manage platform licensing, budgets, vendor contracts, and resource forecasting.

Risk, Compliance & Data Integrity

• Own CMDB governance and drive data quality improvements to support ITOM, service mapping, and operational processes.
• Ensure platform compliance with cybersecurity, privacy, audit, and internal controls.
• Oversee change management and release governance to protect platform stability.

Experience and Qualifications:

• 7–10+ years of experience in enterprise technology, product management, platform management, or digital services leadership.
• Experience leading high-performing, multi-disciplinary technical teams.
• Strong product management mindset: backlog management, user experience, prioritization, measurable value delivery.
• Proven ability to translate business needs into platform capabilities and roadmaps.
• Solid understanding of ITSM, ITOM, CSM, CMDB, and SPM concepts; hands-on ServiceNow expertise helpful but not required.
• Experience with agile methodologies and modern delivery frameworks.
• Excellent communication, influencing, negotiation, and stakeholder engagement skills.
• Ability to operate at both strategic and tactical levels.
• The following skills would be an asset:
  • Experience working in complex, multi-partner enterprise ecosystems.
  • Familiarity with ITIL practices and enterprise service management frameworks.
  • Exposure to ServiceNow platform governance, licensing models, and vendor management.
  • Background working in aviation, transportation, or regulated industries (asset heavy, operations‑driven environments).

The benefits of being a WestJetter:  

WestJet provides all WestJetters with a competitive total rewards package.  On top of that, we offer:   

• A fun and friendly culture with colleagues who work together to win  
• Travel privileges for you and your family, effective from your start date
• Savings and Benefit programs that are flexible to meet your specific needs  

Think we are a fit?  Apply now!  

About WestJet Group of Companies  

WestJet took to the skies in 1996 with just over 200 employees and three aircraft operating service to five destinations. Since then, WestJet has pioneered low-cost travel in Canada, cutting airfares in half, and increasing the flying population in Canada by more than 50 per cent. Following integration with Sunwing in 2025, more than 14,000 WestJetters support nearly 200 aircraft and connect guests to more than 100 destinations across North America, Central America, the Caribbean, Europe and Asia.
 
As a major Canadian employer that includes WestJet Airlines, Sunwing Vacations Group and WestJet Cargo, the WestJet Group is Canada’s leading low-cost airline and largest vacation provider, with a united purpose of providing affordable and accessible air and vacation travel to Canadians.   

Our Safety Promise  

At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. As safety and security is a shared responsibility, it is expected that you will use safe work practices to ensure your well-being and the safety of others.  

WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJets operations at risk. All roles that are identified as safety sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJets Alcohol and Drug Policy.   

Our Commitment to Diversity and Inclusion 

We embrace what makes us each unique, and what makes us uniquely WestJet.  We welcome diverse skills, experiences, and backgrounds, and if youre passionate about this role, we encourage you to apply - even if you dont meet every qualification listed. WestJet is committed to inclusiveness, equity, and accessibility throughout the selection process. If you require accommodation at any stage, please contact our Talent Acquisition team at talentwestjet.com.  

We value the time and effort you put into your application.  Our recruitment process is highly competitive, and while every applicant will receive communication regarding their application status, only those selected to move forward will be contacted with next steps.  We encourage you to explore future opportunities with us if this role isnt the right fit at this time.

For more information about everything WestJet, please visit WestJet.com.  

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